Piano Overview
Piano’s Digital Revenue Optimization solution helps digital services grow revenue by better understanding and influencing their customers’ behavior. Piano unifies analytics, segmentation, and commercial personalization in one AI-driven application, enabling sites and apps to efficiently maximize the value of every user visit. Headquartered in Amsterdam with offices in the Americas, Europe, and Asia-Pacific, Piano serves a global client base including the BBC, Deutsche Telekom, Nikkei, AXA and the Wall Street Journal. For more information, visit piano.io.
Position Overview
You will join the Product Support Services team and be responsible for assisting our customers in using our Web Analytics solution. With a technical background and strong interpersonal skills, your initial role will be to provide first and second level support for our solutions. You will handle customer queries, diagnostics, analysis, and incident resolution within the contractual deadlines.
Subsequently, your project manager profile will lead you to support our customers in implementing our solutions, building a relationship of trust with them. You will ensure their satisfaction and help them optimize their online activity through our solutions. You will lead various training modules for our customers (on-site and remotely). You will work closely with our customers' marketing/e-commerce departments, as well as with their technical teams or service providers.
What You'll Do
- Technical support (answering questions from our customers and internal teams about how to use our solutions),
- Support with the technical implementation of Piano solutions (gathering requirements, marking plan, acceptance testing, report configuration),
- You will be in constant contact with Piano's marketing, sales, and technical teams.
What You Have
- Educated to degree level (minimum BA/BSc) in Computer Sciences
- Fluent English mandatory
- Very good knowledge of website creation and management (HTML, JavaScript)
- Keen interest in Web Analytics
- Excellent interpersonal and editorial skills (project management)
- Ability to express oneself in a clear, concise manner
- Patience, understanding and empathy vis-à-vis client needs
Nice-to-haves:
- Knowledge of interactive marketing (SEO, affiliate marketing, email marketing, advertising, research)
- Web security and/or data transfer protocols (API, XML, FTP)
- Knowledge of the technology used in remote tagging (tags)
- Experienced user of an audience measurement solution using remote tags
- Knowledge of SQL/Python
- Maintenance of your own personal Internet site